A fault in the first 30 days

If a fault appears within 30 days of receiving your item, you're entitled to a full refund, a repair, or a replacement, and the choice is yours.

This is your short-term right to reject under the Consumer Rights Act 2015, and it's the strongest position you'll be in, so it's worth acting promptly if something isn't right.

How to start:

1. Email info@oliversbabycare.co.uk with your order number, photos or video of the fault, and a short description
2. For pushchairs, car seats and similar, include a photo of the serial number sticker
3. Tell us which you'd prefer: refund, repair or replacement

We'll come back to you with the next steps. See My item is faulty or damaged for more on what we'll need.

If you choose a refund, we'll also refund the delivery charge on your original order, and cover reasonable return postage up to £4.99. For anything larger or heavier, call us first and we'll arrange the return with you.

If you choose a replacement, we'll get one out to you as soon as we can. Bear in mind that a replacement doesn't restart the guarantee period, which runs from your original purchase.

If you choose a repair, this is arranged through the manufacturer, who may want to examine the item first.

We may ask the manufacturer to inspect the item before confirming the outcome. This is normal, particularly for larger items, and we'll keep you updated while it happens.

Please don't assemble or continue using an item you believe is faulty, particularly car seats and nursery furniture where safety matters. Get in touch and we'll advise.

Some items can't be returned once opened for hygiene reasons, but this doesn't apply when an item is faulty. Your rights are the same either way.

Not sure whether it's a fault? Send us a photo and we'll tell you honestly. Sometimes it's a fitting issue we can talk you through in five minutes, which saves everyone the trouble of a return.

Call us on +44 1778 562809 if you'd rather talk it through, Monday to Friday, 09:00 to 17:00. Emails sent outside office hours are answered in order from Monday morning.